AccountId: 011433970860
ContactId: be4cb7a6-b25d-4c4a-8ba0-af995e047e8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251490 ms
Total Talk Time (AGENT): 120243 ms
Total Talk Time (CUSTOMER): 90832 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/be4cb7a6-b25d-4c4a-8ba0-af995e047e8b_20250428T21:28_UTC.wav
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[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, I live in, uh, in [PII]. I work for a Stanley S Sugar.
[CUSTOMER][NEUTRAL] Uh, we, we feel, uh, you know.
[CUSTOMER][NEGATIVE] Application for the insurance, but I have an accident and I'm gonna cancel.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if I go back to work.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let me see, and what did you say your name was?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and do you happen to have your policy number or have you received that yet?
[CUSTOMER][NEUTRAL] No, no, we, we signed a PayPal for to make the first payment because we changing my company change for Ala to that company, but I don't think, you know, because I have an accident. I don't know when I come back to work, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see, let me see if I can look up your policy number um can you provide me with your social so I can pull up anything we might have on file for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my social is [PII].
[AGENT][NEUTRAL] OK, I'm sorry, can you repeat that for me? I think the first part of what you said cut out.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment let me see if I can pull anything up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, yes, I've got a policy here. Let me see if I can verify some information real quick. um, can you verify with me, [PII], your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can you verify with me your address and your phone number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your phone number please?
[CUSTOMER][NEUTRAL] I got two phone numbers, check it out. [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I got another phone.
[AGENT][NEUTRAL] Thank you, um, I see that's the number that you're calling from, um, so I do have your policies pulled up, um, and so.
[AGENT][NEUTRAL] I know that you said that you um may not return to work, so I'm not sure.
[CUSTOMER][NEUTRAL] Uh, I, I
[CUSTOMER][NEUTRAL] No, no, no, I don't know when I don't, I don't know when I come back to work. That's why I cancel now, probably in the future or next week or next, uh, year.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So were you wanting to, it looks like we have you on your employer's bill so were were you wanting to to get some claims filed or I I'm not sure I'm understanding I'm sorry.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEGATIVE] What that means you don't understand? You don't understand me?
[AGENT][NEUTRAL] Uh, I mean, uh, are you saying you want to cancel your, your insurance? Uh, uh.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, so we would need to receive that information through your group since your policy is is on your, your, your employer's bill, um they deduct your premium, um, and they send that to us so we have to receive that notice from your group, um, which is showing here as Sterling sugars, uh, so you will have to get with your HR department and they'll have to send us notification um to cancel your policies.
[CUSTOMER][NEUTRAL] OK, let me go to my office. I'll call you back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes sir, is there anything else that we can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.